Exploring Now Assist for Field Service Management (FSM)

  • Release version: Australia
  • Updated May 13, 2026
  • 2 minutes to read
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    Summary of Exploring Now Assist for Field Service Management (FSM)

    The Now Assist for Field Service Management (FSM) application leverages generative AI to help agents efficiently summarize work order tasks and create knowledge articles directly from work order task data. This automation reduces manual effort, accelerates task closure, and improves content quality within the FSM environment.

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    Note that access to specific AI features depends on your ServiceNow licensing, regional availability, and data center restrictions. Some AI capabilities may not be available in certain regulated or restricted environments, so it is important to verify feature availability based on your location and deployment.

    Key Features

    • Work Order Task Summarization: Automatically generates concise closure summaries from key fields such as description, short description, work notes, and additional comments, helping agents complete tasks faster.
    • Sidebar Summarization: Summarizes discussions from the Sidebar and saves these summaries into work notes, enhancing communication clarity and documentation.
    • Knowledge Generation: Enables agents to create knowledge articles automatically from closed work order tasks by extracting relevant information. Agents can review and publish these articles, saving time on manual content creation.
    • AI Agents: Automate routine FSM tasks both on the platform and via the ServiceNow Agent mobile app, including:
      • Create Work Order: Generates work orders using text or images for streamlined task initiation.
      • Parts Manager: Tracks and validates parts usage upon task closure by analyzing activity notes, updating parts status, and adjusting inventory automatically.

    Practical Benefits

    ServiceNow customers using Now Assist for FSM can expect to reduce agent workload through automated summarization and knowledge article generation, leading to faster task resolution and improved knowledge management. The AI agents further enhance operational efficiency by automating common field service tasks and inventory management, supporting both desktop and mobile workflows.

    With the Now Assist for Field Service Management (FSM) application, users can generate work order task summaries and knowledge articles from work order task information.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Now Assist for Field Service Management (FSM) Overview

    The following generative AI capabilities are available:

    • Work order task summarization can help agents close tasks faster by generating summaries from work order task information. Automated content entry with Now Assist for Field Service Management (FSM) optimizes summary creation, reducing agent time on the application and providing higher-quality details in the work notes.
    • Knowledge generation can help an agent to streamline content creation, An agent can automatically generate knowledge articles by using the relevant data from the work order task record. By not having to generate knowledge articles manually, this feature saves your agents valuable time and effort.

    Skills

    The Now Assist for FSM application includes generative AI skills that enable users to generate summary notes on work order tasks in any state, or generate knowledge articles from closed work order tasks.

    Work order task summarization
    Enables users to generate a task closure summary using pre-configured inputs from the work order task.

    The work order task summarization skill generates a summary from the following work order task fields:

    • Description
    • Short description
    • Work notes
    • Additional comments
    Sidebar summarization
    Enables users to summarize Sidebar discussions and save the summary in the work notes.
    Knowledge generation

    Enables an agent to generate a knowledge article from a case after closing the work order task.

    The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article based on similar work order tasks and review it before publishing the knowledge article draft.

    AI agents

    The Now Assist for FSM application includes AI agents that automate field service tasks on the platform or on the ServiceNow Agent mobile application. For more information about setting up and using AI agents, see Using agentic AI in Now Assist for Field Service Management (FSM).

    Create work order
    Creates a work order using text or an image. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application.
    Parts Manager
    Tracks and validates parts usage when closing work order tasks. The AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory.